Page Comparison

Question

Answer

Points

1.1 Did the

agent greet the customer appropriately?

Yes

1

No

0

1.2 Did the agent properly verify

customer and/or contact information?

Yes

1

No

0

1.3 Did the agent use the customer's name to personalize the interaction?

Yes

1

No

0

2

.1 Did the agent actively listen to the customer's concerns without interrupting?

Yes

2

No

0

2.2 Did the agent

acknowledge the customer's emotions and show empathy?

Yes

2

No

0

2.3 Clarity: Was the agent’s communication clear and concise?

Yes

1

No

0

2.4 Did the agent follow the Customer Experience Policy for interaction handling?

Hold Time

1

Transfer Etiquette

1

3.1 Did the agent ask relevant and probing questions?

Yes

1

No

0

3.2 Did the agent

follow company procedures? (SOP)

Yes

3 This will result to hide question 3.3

No

0 This will result to hide question

3.

3

N/A

This will result

in question 5.

3

3.3 Did the agent provide accurate and relevant information?

Yes

3

No

0

3.4 Was the agent able to provide a solution or escalate appropriately?

Yes

2

No

0

4.1 Was the customer's issue resolved during the call?

Yes

3 This will result to hide question 4.2

No, but follow-up in an additional channel was warranted

3 This will result in question 4.2

No

0 This will result to hide question

4.2

4

.2 Did the agent provide a clear explanation of the steps to resolve the issue?

Yes

2 This will result to hide question

4.

3

No

This will result

in question

4.3

4

.3 If no, was a clear follow-up plan communicated to the customer?

Yes

1

No

0

4.4 Did the agent document the call accurately and thoroughly?

Salesforce task related to correct account/case

1

Disposition

1

5.1 Did the agent thank the customer for calling?

Yes

1

No

0

5.2 Did the agent offer further assistance before ending the call?

Yes

1

No

0

N/A

0

6.1 Did the agent make a critical mistake?

Yes

*Will result in a score of Zero. Leave a detailed explanation)

Will result in a score of Zero

No

1

Auto Fail Violations 

Repeating errors from previous QA assessments.

Cancellation of M2 installed or M3 job.

Not uploading a Welcome Call recording.

Agent used inappropriate language.

No follow up with customers on open cases for more than 2 weeks.

Client avoidance policy violation.

6.2 Did the agent have background noise?

Yes

Non-Scoreable question

No

Non-Scoreable question

7.1 Identify any training needs based on this call.

Notes left by QA

Non-Scoreable question

7.2 Suggestions for improvement.

Notes left by QA

Non-Scoreable question

8. Evaluation Notes

Notes left by QA

Non-Scoreable question

1.1 Did the agent follow Interaction handling SOPs and Policies?properly verify customer email address? 

Yes2

No

0

1

Yes

1

No

0

1.

N/A

2 .1 Was the SOP followed correctly?

Yes

34

Not followed

0

Not followed - agent coached 2 or more times

Total evaluation score will result in 0.

N/A

This will result in question 21.23

21.2 3 Did the agent provide the correct information?

(This question only results when question 1.2 .1 is answered as N/A)

Correct information given

34

Incorrect information given

0

1.4 Did the agent document the email accurately and thoroughly?

Salesforce task related to correct account/case

1

Disposition

1

1.5 Was the agent able to provide a solution or escalate appropriately?

Yes

2

No

0

232.1 Customer Experience

Positive

32

Negative

0

2.2 Did the agent follow Customer Experience Policies?

Yes

2

No

0

3.1. Did the agent make a critical mistake?

Yes

Total evaluation score will result in 0.

No

1

5.2 Was the CSAT score warranted?

Yes

1

No

1

N/A

N/A

2

Auto Fail Violations 

Repeating errors from previous QA assessments.

Cancellation of M2 installed or M3 job.

Not uploading a Welcome Call recording.

Agent used inappropriate language.

No follow up with customers on open cases for more than 2 weeks.

Client avoidance policy violation.

4.1 Identify any training needs based on this call.

Notes left by QA

Non-Scoreable question

4.2 Suggestions for improvement.

Notes left by QA

Non-Scoreable question

5 Evaluation Notes

Notes left by QA

Non-Scoreable question

1.1 Was the SOP followed correctly?

Yes

4. This will hide question 1.2

Not followed

0. This will hide question 1.2

Not followed - agent coached 2 or more times

Total evaluation score will result in 0.

N/A

N/A This will result in question 1.2

1.

2 Did the agent provide the correct information?

Correct information given

0

SOP - not followed4

incorrect information given

0

2.1 Did the agent use proper Jira/CXone ticket handling?  

Yes

1

No

0

3 Customer Experience

Positive

5

Negative

0

Critical infraction

Total evaluation score will result in 0.

4.1 Was the CSAT score warranted (agent only)?

Yes

1

No

1

N/A

follow Customer Experience Policies? 

Soft Skills

1

Clear and concise responses(Grammarly)

1

3.1 Was a Case created in Salesforce?

Yes

4

No

0

N/A

N/A

3.2 Case Management Details.

Case created from correct record.

1

Task was linked to Case.

1

Case was assigned to correct queue.

1

Correct information provided in case details.

1

3.3 Was a Case Assignment created?

Yes

4 This will result in question 4.5

No

0 This will hide question 4.5

Created but not needed. (Boundary team denied)

0 This will hide question 4.5

N/A

N/A This will hide question 4.5

3.4 Case Assignment Details

Case Assignment assigned to the correct boundary team.

1

Correct information provided in case details.

1

4.1 Did the agent make a critical mistake?

Yes

Total evaluation score will result in 0.

No

1

5 Evaluation Notes

Notes left by QA

Non-Scoreable question